Sharath Ankaraju
Dublin
Summary
Detail-oriented Technical Support Specialist with 3+ years in SaaS environments, focused on troubleshooting complex technical issues and API integrations. Expertise in AWS, containerization, CI/CD pipelines, and monitoring tools like Elastic Stack and Grafana. Leverages AI tools for efficient problem-solving and collaborates with product teams to document solutions and drive process improvements, enhancing overall customer experience.
Overview
8
8
years of professional experience
Work History
Support Specialist
Cybercheck360
Dublin
02.2025 - Current
- Provide technical support for complex SaaS platform issues, troubleshooting API integrations,
webhooks, authentication mechanisms, and third-party integrations for enterprise customers - Own customer communications from initial contact to resolution, ensuring timely responses and
comprehensive solutions while maintaining high customer satisfaction scores - Debug and resolve technical issues across AWS infrastructure (EC2, ECS, RDS, IAM, VPC), container
orchestration platforms (Docker, Kubernetes), and CI/CD pipelines (GitHub Actions, Jenkins) - Collaborate with product and engineering teams to identify bugs, escalate critical issues, and provide
detailed technical feedback to drive product improvements and feature enhancements - Utilize monitoring tools (Elastic Stack/ELK,Grafana) to investigate performance issues,
analyze logs, and proactively identify system anomalies affecting customer experience - Create and maintain comprehensive technical documentation, knowledge base articles, and
troubleshooting guides to improve team efficiency and customer self-service capabilities - Support security and compliance platforms (Wazuh, TheHive, MISP, OpenCTI), assisting customers
with incident response workflows, alert configuration, and integration troubleshooting - Conduct database troubleshooting for PostgreSQL and MySQL instances, including performance
tuning, query optimization, connection issues, and data integrity validation
Salesforce Administrator
TSR Pharmacy Limited
Dublin
08.2022 - 03.2025
- Provided tier 2 technical support for Salesforce platform, resolving complex user issues,
troubleshooting workflow automation, and investigating data integrity problems - Collaborated with cross-functional teams to understand business requirements and translate them into
technical solutions, improving operational efficiency - Created and automated workflows, validation rules, and dashboards for reporting.
- Performed data migrations, quality checks, and system integrations to support business process
improvements - Performed data migrations, quality checks, and system integrations to support business processimprovements
- Managed deployments, testing, and production releases with zero downtime.
- Provided tier 2 technical support for Salesforce platform, resolving complex user issues,troubleshooting workflow automation, and investigating data integrity problems
Salesforce Administrator
Egen
Hyderabad
01.2022 - 07.2022
- Configured and customized Salesforce environments to meet client requirements.
- Delivered user support, conducted data quality checks, and set up automation processes.
- Administer Salesforce platform to streamline pharmacy operations and enhance user experience.
- Configure and customize Salesforce applications to meet specific pharmacy requirements.
- Train staff on Salesforce functionalities to improve system utilization and efficiency.
QA Analyst
Knowledge Capital Services
Hyderabad
07.2018 - 12.2021
- Developed and executed test cases to validate software functionality and enhance quality.
- Partnered with developers and business teams to identify and resolve issues efficiently.
- Developed and executed test plans for various software applications.
- Analyzed software requirements and design specifications for testing purposes.
- Collaborated with development teams to identify and resolve defects.
Education
Bachelor of Computer Science -
Sarava Bharatiya Shiksha Peeth
India01-2015
Skills
- Troubleshooting Techniques
- Methodologies: Technical troubleshooting, Root cause analysis, Customer escalation management, KPI-driven support
- APIs & Integrations: REST APIs, Webhooks, API documentation, Postman, JSON/XML
- Monitoring & Logging: Elastic Stack (ELK), Prometheus, Grafana, CloudWatch, Log analysis
- Cloud & Infrastructure: AWS (EC2, ECS, RDS, IAM, VPC, CloudWatch), Docker, Kubernetes
- DevOps & CI/CD: GitHub Actions, Jenkins, Terraform, Infrastructure as Code
- Databases: PostgreSQL, MySQL, SQL scripting, Query optimization, Performance tuning
- Security Tools: Wazuh, TheHive, MISP, OpenCTI, IAM
- Methodologies: Technical troubleshooting, Root cause analysis, Customer escalation management,
KPI-driven support
Websites, Portfolios and Profiles
- linkedin.com/in/sharath-ankaraju-bb4791131
Timeline
Support Specialist
Cybercheck360
02.2025 - Current
Salesforce Administrator
TSR Pharmacy Limited
08.2022 - 03.2025
Salesforce Administrator
Egen
01.2022 - 07.2022
QA Analyst
Knowledge Capital Services
07.2018 - 12.2021
Bachelor of Computer Science -
Sarava Bharatiya Shiksha Peeth